Return Policy
You have 14 days from receipt to return your unfitted order and receive a full refund (excluding original delivery costs) — or 30 days with a free return label if you selected the Delivery Insurance at checkout — or up to 60 days on a commercial basis (partial refund). Here are the exact conditions and steps to follow.
Cancel your online order
In accordance with Article L.221-21 of the French Consumer Code, you may exercise your right of withdrawal directly online, without having to provide a reason or pay any penalty, at any time within the 14-day withdrawal period from the date of receipt.
How to proceed
- Log in to your customer account, under the My Orders section.
- On the relevant order, click "Withdraw from contract here".
- Select the items, indicate a reason if you wish, then confirm.
- You will receive an acknowledgement of receipt of your request by email immediately (durable medium).
Other methods
- You may also notify us of your decision via the Contact uspage, quoting your order number.
- If your order has not yet been dispatched, it will be cancelled and fully refunded. Once the parcel has been dispatched, it can no longer be stopped: you will receive it and then return it to us to complete your withdrawal.
- The refund will be issued within 14 days of the goods being collected (or proof of dispatch if earlier), using the same payment method.
Two levels of returns
At checkout, you can add Delivery Insurance for 8 €. It changes the following for your returns.
Without the option — standard returns
- Returns within 14 days of receipt (statutory right of withdrawal)
- Return postage at your expense: you ship the parcel yourself
- A damaged product or missing item must be reported upon receipt: raise written reservations on the delivery note, then notify us with photos within 3 days. Without a reservation on the delivery note or after this deadline, the damage cannot be covered (we cannot distinguish transport damage from damage occurring after delivery).
With Delivery Insurance — 8 €
- Extended returns to 30 days (instead of 14) to change your mind
- Prepaid return label provided: sent by email, with no return costs to pay upfront
- Damaged parcel handled as a priority by our customer service team (resent or refunded as appropriate)
- Priority dispatch: prepared as a priority and shipped the same day if confirmed before 2 pm
Should you take the option?
Worth it if you are still unsure about the size or colour (saves you time), if you want a 100% free return with no hassle or postage costs, or if you want cover in case of damage during transit.
Not essential if you are certain you will keep the product: the option can be unchecked at checkout.
What the option does not cover
Delivery Insurance covers returns and transit damage. It does not cover products that have been used, assembled or damaged after receipt, which remain non-refundable in all cases — with or without the option.
What we accept
Acceptance criteria
For a return to be accepted, your product must:
- Be in its original packaging, with instructions and all included parts
- Be in a fully resalable condition
- Not have been used or assembled
- Be accompanied by proof of purchase
Products that are not resalable (assembled, used, or damaged) cannot be refunded and will be returned to you at your expense upon request.
Special cases
Certain situations are handled outside the standard returns process:
- Our error: fully covered (outbound and return delivery included)
- Size/colour exchange: no direct exchange – please place a new order once your original order has been refunded
- Returns between 14 and 60 days: accepted on a commercial basis with a 40% deduction on the value of the goods. Return shipping costs are at your expense
- After 60 days: no returns accepted, except for manufacturing defects covered by the warranty (see /garantie)
How to return a product
Cancel your order online
From your customer account, go to My Orders, click on "Cancel my order here" on the relevant order, indicate the items and the reason. You will immediately receive an acknowledgement of receipt by email.
Prepare your parcel
Repackage the product in its original packaging, including instructions and all components. Enclose your proof of purchase.
Send your parcel
With Delivery Insurance: we will send you a prepaid label by email to stick on the parcel – no upfront cost. Without the option: return shipping costs are at your expense; we recommend using a tracked service with proof of postage (the parcel remains your responsibility until received).
Refund
After inspection at the warehouse, the refund will appear on your statement within 14 days. You will receive a confirmation email.
What is refunded
| Case | Goods | Outbound shipping costs | Return costs |
|---|---|---|---|
| Order not yet dispatched | 100% | 100% | — |
| Return within 14 days (paid delivery) | 100% | no | at your expense |
| Return within 14 days (free delivery) | 100% | flat fee €10 | at your expense |
| Return within 30 days (Delivery Insurance) | 100% | no | free label |
| Return between 14 and 60 days (goodwill gesture) | 60% | no | at your expense |
Returns from outside France
For returns from abroad, please mark the parcel's customs declaration with "returned goods".
Under no circumstances will AlloyGator pay any customs duties. If a parcel is held at customs and charges are levied, we will refuse payment and the parcel will be returned to you.
Shipping liability
The parcel remains your responsibility until it is received at our warehouse. We recommend using a postal service with tracking and proof of delivery.
AlloyGator cannot be held liable for returned goods that are lost or damaged in transit.
Need to return a product?
Our customer service team will handle your request within 48 working hours.